iHelp
The iHelp Team is Joyner’s internal support resource, helping employees find answers, solve problems, and get the assistance they need to succeed.
Department Head
Sultana Manollessou
Director of Learning & Development
Last Updated
June 2026
Page content & resources
Hours of Operation
Mon – Fri
8:00 AM – 9:00 PM ET
How to Work With Us
1
Submit or Call
Submit a ticket using the Quick Link or call us directly at (877) 240-9784.
Takes 2 min
2
We Review
A team member reviews your request and reaches out within 1 hour to assist.
Within 1 hr
3
We Assist
We work with you via Teams, screen sharing, or phone to resolve your request.
Same session
4
Confirmation
You receive confirmation and any follow-up steps or resources via email.
Request complete
Department News
View allUpdate
iHelp now supports extended evening hours until 9:00 PM ET Monday through Friday
General
Guide article library updated with 12 new articles covering billing and account procedures
General
Teams screen sharing now available for all iHelp support sessions — no additional setup required
Update
New escalation process in place — all complex issues now routed to a dedicated resolution specialist
Our Mission
To provide outstanding service to all Joyner associates with standard knowledge by translating information, business practices, and procedures and assisting with account and billing inquiries — all to improve the customer experience.
Department Announcements
View allUpdate
Extended hours now in effect — iHelp available until 9:00 PM ET weekdays
General
New Guide articles published — check the Guide for updated procedures
General
Teams screen sharing now supported for all live support sessions
Services We Offer
- De-escalation Support — Assists the Service Center with de-escalating customers during complex or emotionally charged interactions.
- Teams Assistance — Provides training and real-time support via Microsoft Teams including video, screen sharing, and instant messaging.
- Complex Issue Resolution — Assists associates with uncommon or difficult issues that fall outside standard procedures.
- Complex Billing Resolution — Assists with uncommon billing issues that require deeper investigation or escalation.
- Guide Assistance — Makes update requests to the Guide and helps Service Center team members understand and apply Guide articles.
- Continued Education — Assists with the training and development of team members in production to increase productivity and performance.
Strategic Goals
1
Influence and contribute to customer focused solutions across all Joyner operations.2
Positively influence company expenses and manage risk exposures through efficient issue resolution.3
Develop employees for company needs through real-time training and continued education initiatives.4
Maintain an average hold time of less than 5 minutes for all iHelp support interactions.5
Contribute to Guide articles to decrease the volume of calls to iHelp and empower self-service.6
Empower associates to develop independently and increase productivity through knowledge-sharing.How We Add Value
We Connect
We connect with you because we are in this together. iHelp is your internal support partner — always here when you need answers, guidance, or a helping hand.
We Enable
We enable your experience through our processes, work products, services, and thinking — translating complex information into clear, actionable guidance.
We Own
We own our responsibilities, decisions, and outcomes that you entrust with us — with full accountability and a commitment to seeing every issue through to resolution.
We Educate
We educate and guide associates by translating policies, procedures, and business practices into knowledge that empowers confident, accurate decision-making.
We Develop
We develop associates through real-time coaching, training support, and knowledge sharing — building capability that increases productivity across the organization.
We Serve
We help associates help the customer — contributing directly to customer satisfaction by equipping every team member with the tools and knowledge they need to succeed.
Policies & SOPs
View alliHelp Escalation Policy
Policy · Jun 2026
De-escalation SOP
SOP · Jun 2026
Guide Article Update Process
SOP · Jun 2026
Training & Development Guide
Guide · Jun 2026
Billing Resolution Standards
SOP · Jun 2026
Department Resources
Events & Deadlines
View calendarNo upcoming events scheduled.
Check back soon or contact iHelp for scheduling.
Frequently Asked Questions
What types of issues can iHelp assist with?
iHelp handles a wide range of internal support needs including complex issue resolution, billing questions, customer de-escalation support, Guide article questions, and real-time training assistance. If you're unsure whether your issue falls within iHelp's scope, reach out anyway — the team will either assist you directly or connect you with the right department.
How do I contact iHelp for live support?
You can reach iHelp by submitting a ticket through the “Submit iHelp Ticket” Quick Link on this page, or by calling (877) 240-9784 directly. iHelp is available Monday through Friday, 8:00 AM to 9:00 PM ET. For live assistance, Teams screen sharing and video sessions are available upon request.
How does iHelp support the Service Center with de-escalation?
When a Service Center associate encounters a difficult or escalating customer interaction, iHelp can be brought in via Microsoft Teams to assist in real time. iHelp specialists are trained in de-escalation techniques and can join the conversation via screen sharing, provide coaching in the background, or take over the interaction directly when needed.
How do I request an update or correction to a Guide article?
Guide article update requests can be submitted through the “Submit iHelp Ticket” form. Select the Guide category and describe the change needed, including the article name and the specific correction or addition. iHelp reviews all requests and coordinates with the appropriate team to get articles updated. High-priority corrections are typically addressed within 1 business day.
Can iHelp help with training and onboarding support?
Yes. iHelp provides continued education support for associates in production, helping new and existing team members build knowledge and improve performance. Support is available through live Teams sessions, screen sharing walkthroughs, and one-on-one coaching. Managers who want to schedule structured training sessions for their teams can contact iHelp directly to coordinate.
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